Making a Complaint

How to make a complaint

The best way to make a complaint is to fill in the Making a Complaint form.

You can use the form for:

  • your current tenancy
  • your previous tenancy for non-related maintenance charges
  • someone else’s tenancy.

If someone is helping you make a complaint about your current or previous tenancy they can use this form too.

Go to the Making a Complaint form here

Please print the form out. When you have filled it in you can scan it and email it to us or you can send it to us.

Email: mphousingenquiries@communities.tas.gov.au

Post:
Department of Communities Tasmania
GPO Box 65
HOBART TAS 7001

Complaint options

What you need to know before making a complaint

Please provide us with as many details as possible about your complaint:

  • who was involved, the date it happened and did anyone else see what happened?
  • any steps you have already taken about the complaint
  • attach any documents or photographs to support your complaint and say what they are about
  • describe how your concern has affected you
  • what would you like to see happen to resolve your concern?

Do you need an interpreter?

Interpreter Symbol with TextThe interpreter service is free and confidential.

Call the National Interpreter Service on 131 450.

You can ask someone to lodge a complaint on your behalf. You will need to fill in the Consent to Share Information - Complaint form.

Confidentiality and Consent

Housing Tasmania adheres to the Personal Information Protection Act (2004) when dealing with client information.

Your information will only be used or disclosed for the purpose for which we collect it, or for a related purpose that you would reasonably expect.

You can ask someone to lodge a complaint on your behalf. You will need to fill in the Consent to Share Information - Complaint form.

The person with the complaint will need to give you permission so we can share information with you about the investigation of the complaint.

Consent to Share Information - Complaint form.

What you need to know before making a complaint

Please provide us with as many details as possible about your complaint:

  • who was involved, the date it happened and did anyone else see what happened?
  • any steps you have already taken about the complaint
  • attach any documents or photographs to support your complaint and say what they are about
  • describe how your concern has affected you
  • what would you like to see happen to resolve your concern?

Complaints made about a Housing Tasmania tenancy is kept confidential and your details will not be released, unless required by law.

Housing Tasmania is able investigate complaints about alleged breaches of the Residential Tenancy Act 1997.

Types of breaches include:

  • nuisance behaviour
  • substantially interfering with another person’s quiet enjoyment of their home
  • severely or frequently interfering with another person’s normal activities
  • harassment
  • hoarding
  • excessive noise
  • unwanted intrusions on another property.

Housing Tasmania will only investigate a complaint about an alleged breach when evidence is provided that a breach may have occurred. To act without proof (evidence), would deny fairness to the tenant who is subject of the report.

This includes:

  • witness statement either verbally or by affidavit, which describes the behaviour and the effect of the conduct on people nearby
  • a diary documenting the alleged events
  • photographs, or audio or video recordings that are certified to be a true record of events
  • Tasmanian Police report
  • records documenting communication with the tenant about the issue.

Housing Tasmania will:

  • provide a confidential way to make the complaint
  • advise those making a report to contact Tasmania Police if a behaviour is unlawful
  • establish if there is evidence
  • determine if there has been a breach
  • inform the tenant of the report
  • work with all parties to try and resolve the issue.

What will happen with your complaint?

StepsAction
1 

We will ask the Area Manager or Manager Portfolio Maintenance to investigate your complaint and respond to you directly.

You can expect to hear from them in ten working days from sending your complaint.

If you still have a concerns you can go to step 2.

2 

Ring Housing Tasmania customer services on 1300 665 663.

They can also try to help you.If your complaint is because you are unhappy with a decision that we have made they can send you an application to the Housing Review Committee.

The Housing Review Committee is an independent panel that will review your complaint and investigate whether the decision was based on our policies and procedures.

3 

Make an application to the Housing Review Committee.

Once an application is received the Housing Review Committee will get back to you within 30 days of their decision.

4 

Contact the Ombudsman on 1800 001 170.

The Ombudsman is an independent person who is responsible for investigating complaints about government departments.

A summary of the process if you're unhappy with a decision

A summary of the process if you are unhappy with a decision

What if your home is managed by a community housing provider?

If you have a problem with one of these providers, you need to contact them directly.

Work is underway to develop an independent housing review committee for all social housing. More information will be available here.


Our contact details

Small icon depicting telephone handset

Housing Tasmania - 1300 665 663

Small icon depicting TTY phone instructions

TTY users phone 133 677, then ask for 1300 13 55 13. Speak and Listen users phone 1300 555 727 then ask for 1300 13 55 13.

Internet relay users connect to the NRS then ask for 1300 13 55 13.

Icon with two small envelopes depicting postable address

Department of Communities Tasmania
GPO Box 65
HOBART TAS 7001

Small Icon with computer depicting world wide web

www.communities.tas.gov.au/housing